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Call Center/Customer Service Evaluations
Most
important to call center success are customer service, courtesy and
interpersonal skills. Companies are aware that the selection of
skilled, professional customer service representatives has a direct
impact on customer satisfaction and service levels, and are looking
for a staffing partner that can provide call center training and
evaluation in addition to the overall service offerings.
Olsten's evaluation process is key to finding the right
candidates and to ensure they represent you in the best possible
light. It includes:
- Proper screening and evaluation to find
ideal CSRs and boost retention
- Assessing customer service, data entry, technical evaluation,
Internet and interpersonal skills
Our screening and evaluation process assesses each individual's
specific strengths and skills. These real-world evaluations enable
us to assess candidates for:
- Verbal skills, including the ability to
speak clearly and understandably, using the proper pace,
intonation and voice modulation
- Customer service capabilities, including
the ability to be solutions-oriented, to lead the conversation and
apply diplomatic approaches to various customer service challenges
- The personality attributes best suited to
the call center/customer service function
- Listening skills
Real-world call /customer service evaluation process
While there are certain similarities between call
centers or customer relationship management centers, each call
center also has its own unique attributes. Rather than
employing an attitude of one assessment fits all needs, Olsten takes
the approach of customizing the evaluation process to your
particular skill set needs. Hard skills such as data entry and
Internet knowledge are assessed as determined by our needs, as well
as utilizing a structured interview process designed to identify
verbal skills and customer service skills. In this process
Olsten takes advantage of our sophisticated Precise® system.
Call center/customer service Training
Ongoing training is critical for our assignment
employees to ensure that they have the skills they need today and in
the future. Our training programs are delivered in a variety of
formats from computer-based to video to classroom/instructor-led
training.
Our training programs instruct assignment employees on
how to provide excellent service to every customer, how to use
questions to identify customer needs, maintain call control,
identify and leverage sales opportunities, establish rapport, and
more. They are ready to answer the call for:
- Short- or long-term needs -- to help you
handle seasonal fluctuations, gear up for new business or support
a product launch
- All inbound functions including customer
service, order processing and customer help desk
- All outbound functions including lead generation, customer
surveys, market research, appointment scheduling and closing sales
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